Desktop Support Manager

Client is looking to build a world-class End User Support team. To support that effort, we are

looking for a Supervisor, End User Support, who will oversee the support activities of the End

User Support team. The primary responsibility of the Supervisor, End User Support, is to oversee

daily operations and prioritize tasks for the End User Support team, ensuring service level

agreements and key performance indicators are achieved. They will assess the End User Support

teams' processes and performance metrics, identifying and implementing changes where needed

to enhance efficiency, reducing response times, and improving both customer satisfaction and the

team's productivity. In addition, this role involves managing escalated customer issues to

resolution on behalf of the End User Support team.

Furthermore, the supervisor will assist other members of the Global EUS team when necessary

and contribute to advancement and innovation to improve and streamline the end-user

experience. Decision-making and problem-solving should align with the Company Culture,

Values, and Strategic Goals. This position reports directly to the Manager of End User Services.

Responsibilities :

• Supervise, train, and mentor the End User Support staff, ensuring they have the

skills and knowledge to provide quality service to customers and staff.

• Monitor and manage the End User Support tickets, ensuring that they are assigned,

prioritized, resolved, and closed in a timely and professional manner.

• Provide technical support and troubleshooting for complex issues, escalating them

to the appropriate level when necessary.

• Establish and maintain service level agreements, policies, and procedures for the

End User Support operations, ensuring that they are aligned with the organizational

goals and standards.

• Ensure ticket quality is maintained through regular supervision and promote the

development of IT knowledgebase.

• Interface and oversee daily operations for desktop support, depot operations and IT

Asset Management.

• Prepare and analyze reports on End User Support activities, metrics, and trends,

identifying areas of improvement and recommending solutions.

• Coordinate and communicate with other IT departments and external vendors

where needed to ensure the smooth delivery of IT services and projects.

• Proactively identify potential issues that could adversely impact customer

experience and follow through on action steps.

• Keep abreast of the latest technologies, trends, and best practices in the IT industry,

and provide feedback and suggestions for improvement.

• Manage operational tasks and processes assigned to the End User Support team.
• Skills

Microsoft, ServiceNow, Management, Hardware Asset Management, Asset Management, Troubleshooting, ITIL, Infrastructure, Desktop, Support, Powershell

• Top Skills Details

Microsoft,ServiceNow,Management,Hardware Asset Management,Asset Management,Troubleshooting,ITIL,Infrastructure,Desktop,Support

• Additional Skills & Qualifications
• Power shell experience is preferred- they are looking to begin automating more basic desktop support tasks
• Personality is EVERYTHING for this role and team, Matt is huge on culture. This person should be personable, have great energy, and be a go-getter
• Certifications in ITIL, Microsoft, or CompTIA preferred
• Experience Level

Expert Level

• Job Type & Location
• This is a Permanent position based out of Cleveland, OH.
• Pay and Benefits
• The pay range for this position is $58000.00 - $90000.00 / yr.

18 days PTO

16 holidays next year

Health, Vision, Dental Insurance

HSA

401K match

• Workplace Type
• This is a fully onsite position in Cleveland,OH.
• Application Deadline
• This position is anticipated to close on Dec 16, 2025.

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About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.